ACCAN Magazine, Issue 22, Summer 2017

Get Connected

ACCAN Magazine, Issue 22, Summer 2017

Contents

CEO overview

News

ACCANect explored how to get everyone connected

Low-income consumers struggling to stay connected

ACCAN’s 2016-17 policy priorities

Unsolicited calls a nuisance to many

Feature

New resource for consumers struggling to ‘Get Connected’

Mapping tool

What can consumers do to get a service?

More investment and transparency needed

Six helpful steps if you can’t get a broadband service

Policy

Broadband speed claims cause confusion for consumers

Why do consumers need clearer information?

Performance issues

Interview with Kate Carnell

Grants

How accessible are VOD services?

Lack of accessibility policies

More accessibility features needed

Spotlight

Confident, but Confounded

Telco contracts

Testing consumer knowledge

How can consumer understanding be improved?

Members

Grand Intentions: a novel about the Australian telco industry

Inspiration behind the novel

Response to the novel

CEO overview

Welcome to the Summer 2017 edition of the ACCAN Magazine. This edition covers our recently launched resources and research from the past few months.

The Summer Feature article looks at our Get Connected resource, which aims to help consumers find broadband services when there are no ADSL services available in their areas. Issues accessing ADSL services have become a common complaint for consumers. The resource consists of a mapping tool and a set of steps consumers can use to find the best service that suits their needs.

Also on the topic of broadband, the Policy article outlines ACCAN’s call for consumers to be given clearer information on broadband speeds. Our submission to the ACCC’s consultation on broadband speed claims highlighted consumer confusion over broadband speeds. With broadband plans advertised using terms like ‘speeds up to 25Mbps,’ consumers are often left confused when their services don’t deliver the advertised speeds.

The Confident, but Confounded research, launched at the ACCANect Conference in September, measured consumer understanding of telco contracts using a knowledge test. The research found that often consumers do not adequately understand the contents of the contracts they are signing up to. Read more about this fascinating research in the Spotlight article.

In early 2015 we saw the launch of streaming services Netflix, Stan and Presto. Since then, many Australians have embraced these services with open arms, however, there’s one group that is being left behind in the video on demand ‘streaming wars.’ ACCAN Grants research by Curtin University found the streaming services to be lacking in accessibility features and policies, leaving out the core audience of people with a disability. The project produced tip sheets with information on accessibility features of streaming services.

For all the latest ACCAN updates, follow us on Facebook (facebook.com/accanau) or Twitter (twitter.com/ACCAN_AU). Our smartphone app, My Phone Rights, is full of useful information for communications consumers and is available on Android and Apple smartphones. As always, if you have any comments, suggestions or feedback, please email or call me on 02 9288 4000.

Warm regards

Teresa Corbin

ACCAN CEO

News

ACCANect explored how to get everyone connected

Our 2016 Conference, ACCANect: Equipping consumers to stay connected, was held in Sydney on 14-15 September. The Conference focused on how to empower consumers to get and stay connected to the phone and broadband services they need.

The event covered a range of important consumer topics including digital inclusion, consumer decision making and affordability of services.

“ACCANect explored the issues that consumers face in getting connected, particularly as our reliance on broadband to access services, education and employment opportunities grows,” said ACCAN CEO, Teresa Corbin.“Over the two days we heard from experts about new research into digital inclusion and affordability.”

The keynote speaker, Consumer NZ CEO, Sue Chetwin, gave insights into the consumer experience of getting connected in NZ. Attendees also enjoyed presentations from the new Small Business and Family Enterprise Ombudsman, Kate Carnell, and the new Disability Commissioner, Alastair McEwin.

To access presentations, transcripts and select videos from the Conference, go to: accan.org.au/accanect.

Low-income consumers struggling to stay connected

A report, launched by ACCAN and SACOSS in November, highlighted concerns about low-income consumers staying connected to telecommunications services.

Connectivity Costs: Telecommunications Affordability for Low-Income Australians, was based on a survey of over 500 Centrelink recipients and low-income Health Care Card holders, as well as a series of focus groups. The report found that:

• 66 per cent of respondents rated telecommunications among the five most important factors in their household budget; but
• 62 per cent reported difficulty paying, having to cut back or that they had stopped using one or more telecommunications services for financial reasons in the last 12 months.

The research also found that the existing government support for low-income consumers to stay connected, the Centrelink Telephone Allowance (CTA), is not doing what it should and is in need of reform to reflect modern telecommunications usage and demands.

“In 2016 all consumers need to be connected to broadband and telecommunications services. Without these services, consumers are cut-off from accessing education, job opportunities and Government services, as well as entertainment and the social benefits of being able to keep in touch with friends and family,” said ACCAN Director of Policy, Una Lawrence.“This research shows that connectivity is a priority for low-income consumers, but affordability barriers are hindering their ability to pay for these services.”

The report recommends reforming the CTA to assist with access to mobile phone and internet services with reasonable call and data allowances; that it should be available to all Centrelinkrecipients; and that this is part of the need to ensure that all income support payments are adequate to cover essential services like telecommunications.

ACCAN’s 2016-17 policy priorities

In a speech at the CommsDay Melbourne Congress 2016, ACCAN CEO, Teresa Corbin, outlined eight major priority areas for ACCAN in 2016-17. The consumer centred priorities relate to ACCAN’s core focus area of achieving affordable, available and accessible communications products and services for all Australians.

ACCAN’s 2016-17 policy priorities are:

• Better communications for poorly served areas
• Improved consumer safeguards and better regulation
• Improved consumer decision making
• Digital literacy and digital government
• Affordable communications
• Improved accessibility
• Privacy and cyber security
• Competition and market structures

“We’ve worked with our member base and stakeholders to ensure that our priorities match the needs and wants of Australian communications consumers,” said Ms Corbin. “Many of these are a continuation of last year’s priorities. We will work to ensure that communications services are accessible, affordable and available for all consumers.”

When talking about the priorities, Ms Corbin highlighted the Get Connected resource under the better communications for poorly served areas priority. Resources and practical guides to help consumers navigate the complexities of NBN services, similar to ACCAN’s Sky Muster satellite guide, will be a focus for ACCAN in the coming year.

Unsolicited calls a nuisance to many

Research launched by CHOICE and National Seniors in late September showed that the majority of Australians prefer not to receive unsolicited telemarketing calls. The research found that 89 per cent of people received at least one unsolicited call in a six-month period, and that 93 per cent find unsolicited calls annoying.

This is not surprising as there are more than 10 million phone numbers now registered on the Do Not Call Register.

The report raised significant issues surrounding charities contacting vulnerable consumers, including seniors, to solicit donations. ACCAN supports tightening current Do Not Call Register Regulations and has recently called for a review of the Do Not Call Register Act to introduce protections from aggressive fundraising calls for vulnerable consumers, to ban robocalls and to reassess the exemption for political calls.

In the UK, a new law to target aggressive charity fundraising that requires charities to state in their contracts how they will protect vulnerable people has been introduced. This is an example of how the Australian law could be changed to protect vulnerable consumers.

Feature

New resource for consumers struggling to ‘Get Connected’

Moving house is a stressful experience. For some consumers this experience becomes even more stressful when they discover they can’t get an ADSL or NBN broadband service in their new home. Issues with accessing ADSL services have become a common complaint for many consumers, particularly those who move into new areas and find out there are no ADSL services available to their new home.

To help consumers overcome these issues, ACCAN launched the ‘Get Connected’ resource (accan.org.au/get-connected). Get Connected includes a mapping tool and a series of helpful steps for consumers who are struggling to get an ADSL connection while they are waiting for NBN to arrive in their area. The helpful steps are included in this article.

The NBN will offer fast broadband connections for consumers. However, some may be waiting months or years for the NBN to reach them. Get Connected will help consumers make a decision about what services would meet their needs in the short to medium term.

Mapping tool

The mapping tool helps consumers to understand the reasons that may be preventing them from getting an ADSL service. For example, if there are few ports available at the local exchange, if the neighbourhood is too far from an exchange or if the exchange is not ADSL enabled.

The mapping tool will be useful to consumers who are moving house as they can use it to check if there are any issues with broadband services in their new area before they move.

What can consumers do to get a service?

The steps outlined in the Get Connected resource provide consumers with actions they can take to get a service. For example, they can check if there is an ADSL waiting list with their service provider or check if other providers can offer services to them.

We are seeing a lot more consumers who are unable to get any connection, are told there is no waiting list, and have no affordable and suitable alternative options available to them. Consumers need access to sufficient amounts of data at an affordable price. The average household connected to the NBN uses 131GB per month and our data usage is likely to increase.

The tips look at some of the other options that might be available. We know there is a lot of confusion and consumers don’t know their options. Get Connected will empower consumers to get the broadband services they need.

More investment and transparency needed

ACCAN is calling on providers to maintain and increase investments in areas where there is a lack of ADSL services available. Investing now will make a big difference for consumers, while providing a sufficient return for providers.

We are also urging the industry to increase transparency to consumers on what alternative services are available. When putting together these resources, we found it difficult to identify service coverage and availability. Greater visibility would help consumers who are struggling to get connected to know where to turn to.

Six helpful steps if you can’t get a broadband service

Below is a shortened version of our online resource. For more information, go to: accan.org.au/get-connected.

1.Waiting list

Ask your provider if you can be added to a waiting list for services in the future.

Providers should keep your address and notify you when services become available.

2.Check other fixed providers

If one retail service provider (RSP) says they can’t provide you with services, other RSPs might be able to give you a service.

There are a number of companies that have their own ADSL equipment. Below is a list of such companies that may have services available in your area:

• Aussie Broadband
• EFTel
• iiNet
• Internode
• My Soul (NSW)
• OnTheNet (Queensland)
• Optus
• Primus
• Telstra
• TPG

There may also be other fixed line networks that operate in your area that you may be able to use, including:

• iiNet VDSL2 (ACT)
• Optus Cable (Sydney, Melbourne, Brisbane)
• Telstra (Velocity, South Brisbane, Cable)
• Wondercom FTTB

If you are in a new development you may have access to other networks. You can check the Government’s new developments map to see if you are covered (nationalmap.gov.au).

3.Check fixed wireless options

Fixed wireless broadband options, where an antenna is installed on your house, may be a valid alternative for you. There are a range of providers that offer services in different areas around the country. Go to the website for more information on these RSPs: accan.org.au/get-connected.

4.Check home wireless options

Home wireless may be an alternative option. These usually work through a modem device (which may cost extra) that allows a number of devices in the house to connect. It is important to check that there is coverage at your house. Check out the options from these providers:

• Optus
• Telstra
• Vivid Wireless

5.Check mobile broadband options

Mobile broadband may be an alternative option. These plans are designed to be used on the go, usually through one device such as a tablet (which may cost extra to purchase). For more than one person to connect you need to 'hotspot' the device. It is important to check that there is mobile coverage at your house. Check out the options from these providers:

• Optus
• Ovo

6.Share your experiences and solutions with us

Contact ACCAN () if you are unable to get a service, or if you are a provider who can offer services.

Policy

Broadband speed claims cause confusion for consumers

ACCAN believes that consumers need more information on broadband speeds and that this information should be clear and presented upfront.

ACCAN is regularly contacted by consumers about slow broadband services. In 2015-16 slow data speed was the biggest problem with internet services reported to the Telecommunications Industry Ombudsman. New complaints about internet data speed increased by 48 per cent..

ACCAN’s submission to the ACCC’s consultation on broadband speed claims highlights that information provided to consumers about broadband speeds is often confusing, and can also be misleading as claimed speeds frequently don’t match reality.Use of terms like ‘speeds up to’ contributes to consumer confusion.

ACCAN fully supports the ACCC’s investigation into this issue and urges the Commission to implement guidelines and other measures that will result in clearer information for consumers.

Why do consumers need clearer information?

The lack of clarity in what speed is offered is worrying given that a 2016 ACCAN survey found that 58 per cent of respondents agreed with the statement ‘you get the same speed at home as advertised in your plan.’ Opinion was split when consumers were asked if providers differ in the level of quality that they offer.

Greater information around broadband performance is needed to help consumers:

1. Compare products and choose the service that best suits their needs. Descriptions such as ‘fast’, or ‘up to’, do not provide the tools for consumers to compare actual likely performance and match their usage needs in a rational way. Greater information will help inform decision making, especially when considering switching providers to get better services.
2. Diagnose faults more accurately, and identify whether a fault is in the home, or due to the retail service provider, network provider or the applications being used.
3. To seek recourse when the service does not meet expected standards.

Performance issues

One of the issues that ACCAN identified is that the term ‘speed’ is simplistically used to describe the performance of a service. A number of issues that consumers encounter are often described as ‘speed’ issues, the solution to which is often presented as faster speeds. This approach misses other factors that affect service performance.

ACCAN asserts that consumers should have access to information which helps them compare services and describes how the service will work for them.

The proposed Broadband Performance Monitoring and Reporting Program, which aims to test service performance, would also help to support and verify the speed claims made by retail service providers.

Interview with Kate Carnell

We interviewed the Australian Small Business and Family Enterprise Ombudsman (ASBFEO), Kate Carnell, to get some insights on the telecommunications issues small businesses face.